Sie sind auf Seite 1von 47

avaya.

com

Date of Issue: Jan 13, 2020


_____________________________________________________________________________________

Product Offer Definition

Avaya IX Workforce Engagement 15.2.1


Avaya OneCloud Public

Version 1.0

Compas ID: 191313

Avaya Inc. – Proprietary. 1


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

Offer Definition

Product ➔ Avaya IX Workforce GA Date ➔ June 28, 2019


Engagement 15.2.1
GA-CI
Rev # Rev Date
1.0 Jan 13, 2020

Avaya Source Prime Channel Partner Target Audience


Michael Killeen Product Management, Order Management,
Documentation, Training, Lab Engineers, Sales
Engineers
CHANGE CONTROL RECORD
Date Issue/Version # Prime Summary of Changes
(mm/dd/yy)
11/4/2019 0.1 Mike Killeen Initial Draft
11/11/2019 0.2 Mike Killeen Updated draft
01/03/2020 0.3 Mike Killeen Incorporated review comments
01/13/2020 1.0 Mike Killeen Final 1.0 version

Avaya Inc. – Proprietary. 2


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

Table of Contents
1.0 ABOUT THIS DOCUMENT ............................................................................................................ 5
NON-DISCLOSURE ............................................................................................................................................ 5
GLOBALIZATION .............................................................................................................................................. 5
2.0 OVERVIEW ...................................................................................................................................... 6
3.0 SOLUTION DEFINITION .............................................................................................................. 7
SOLUTION VALUE PROPOSITION ...................................................................................................................... 7
CUSTOMER USE-CASES & HIGH-LEVEL SOLUTION CONSTRUCTS/DEFINITION.................................................... 8
4.0 TARGET SEGMENTS ...................................................................................................................... 9
CUSTOMER TARGET SEGMENT(S) DEFINITION & DESCRIPTION ....................................................................... 9
Customer Target Segments ...................................................................................................................... 9
Customer Decision Maker(s) and Decision-making process ............................................................................... 9
Identify any current reference customers if applicable ......................................................................................... 9
OVERLAP WITH CURRENT AVAYA OFFERINGS ..................................................................................................10
5.0 PRODUCT - SOLUTION OVERVIEW .......................................................................................... 11
SOLUTION FUNCTIONAL REQUIREMENTS ........................................................................................................12
PRODUCT/FEATURE REQUIREMENTS ..............................................................................................................13
SYSTEMS AND ARCHITECTURE REQUIREMENTS ...............................................................................................13
Performance and Scalability (capacities) ..................................................................................................... 15
Reliability (e.g. availability, Mean time to failure (MTTF)) ............................................................................ 15
Upgrade/Migrations ........................................................................................................................... 16
KEY INTERACTIONS AND INTEROPERABILITY REQUIREMENTS ........................................................................16
6.0 FEATURE DESCRIPTIONS .......................................................................................................... 17
CALL RECORDING ...........................................................................................................................................17
SCREEN RECORDING .......................................................................................................................................18
QUALITY MANAGEMENT .................................................................................................................................19
PERFORMANCE MANAGEMENT........................................................................................................................20
ELEARNING AND COACHING ...........................................................................................................................21
WORKFORCE MANAGEMENT ...........................................................................................................................22
SPEECH ANALYTICS .........................................................................................................................................23
CUSTOMER FEEDBACK ....................................................................................................................................24
DESKTOP AND PROCESS ANALYTICS................................................................................................................25
REAL-TIME SPEECH ANALYTICS ......................................................................................................................26
7.0 PRODUCT DOCUMENTATION .................................................................................................. 26
RELEASE NOTES ..............................................................................................................................................26
USER AND SYSTEM DOCUMENTATION .............................................................................................................26
8.0 PRODUCT ORDERING, LICENSING AND PRICING ................................................................ 28
LICENSING.......................................................................................................................................................28
PRODUCT ORDER CODES AND PRICING ..........................................................................................................28
Pricing ............................................................................................................................................ 28
MATERIAL CODES............................................................................................................................................29
AVAYA ONE SOURCE (A1S) .............................................................................................................................30
9.0 AVAYA LEARNING ....................................................................................................................... 37
AVAYA PROFESSIONAL SALES SPECIALIST (APSS) ............................................................................................38

Avaya Inc. – Proprietary. 3


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

AVAYA PROFESSIONAL DESIGN SPECIALIST (APDS)........................................................................................40


AVAYA CERTIFIED DESIGN SPECIALIST CERTIFICATIONS (ACDS) ...................................................................40
AVAYA CERTIFIED INTEGRATION SPECIALIST (ACIS) ......................................................................................40
AVAYA CERTIFIED SUPPORT SPECIALIST (ACSS)..............................................................................................41
TECHNICAL/ KNOWLEDGE TRANSFER ............................................................................................................41
10.0 SERVICES AND SUPPORT ........................................................................................................... 41
CONFIGURATION SERVICES .............................................................................................................................41
CUSTOMER TRAINING......................................................................................................................................42
AVAYA DATA CENTER ACCESS ........................................................................................................................42
11.0 TERMS AND TERMINATION...................................................................................................... 42
SUBSCRIPTION TERM........................................................................................................................................42
TERMINATION FOR CONVENIENCE .................................................................................................................42
TERMINATION CHARGES .................................................................................................................................42
TERMINATION FOR CONVENIENCE .................................................................................................................43
TERMINATION FOR MATERIAL BREACH ...........................................................................................................43
12.0 CHANGES OR DISCONTINUATIONS TO THE SERVICE ........................................................ 43
13.0 SUPPLEMENTAL TERMS AND CONDITIONS .......................................................................... 43
TERMS OF SERVICE FOR USE OF THE AVAYA IX WORKFORCE ENGAGEMENT; PRIVACY STATEMENT..............43
NOTICE OF ANY SECURITY BREACHES AND EMERGENCY SECURITY ISSUES ....................................................43
REGULATORY RESPONSIBILITIES .....................................................................................................................44
ACCOUNTS.......................................................................................................................................................44
14.0 SERVICES SUPPORT .................................................................................................................... 44
PROFESSIONAL SERVICES .................................................................................................................................45
AVAYA TECHNICAL AND CONSULTING (ATAC) SYSTEM SUPPORT ..................................................................45
15.0 CONTACT INFORMATION ......................................................................................................... 46
APPENDIX A: PRODUCT REFERENCE INFORMATION LINKS ..................................................... 47

Avaya Inc. – Proprietary. 4


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

1.0 About this Document


This Offer Definition is intended for Avaya authorized Distributors, Resellers, and Tier 1 Partners (individually
and collectively “Channel Partner(s)”), Distributor-Product Managers, Sales, Engineering, Order Management,
Documentation and Training personnel. It will provide the necessary information required to successfully
introduce Avaya IX Workforce Engagement 15.2.1 – Avaya OneCloud Public (“Avaya IX Workforce
Engagement” or the “Service”). This Offer Definition is not intended to be given to end customers of the Service.
If a Distributor is involved, Distributor will provide to Reseller a copy of this Offer Definition in advance of their
first order.

• “Distributors”, when used herein, shall refer to Avaya authorized distributors.


• “Resellers”, when used herein, shall refer to resellers who are authorized by Avaya to purchase through
Distributors.
• “Tier 1 Partners”, when used herein, shall refer to Resellers who are authorized by Avaya to purchase,
and who do purchase directly from Avaya. Resellers not currently authorized as a Tier 1 Partner by Avaya
may request to purchase Avaya IX Workforce Engagement directly from Avaya as a Tier 1 Partner (subject
to Avaya’s written pre-approval).

This Offer Definition serves as a comprehensive guide for Channel Partners readiness.
The Offer Definition provides an overview of the Product Components including Material Codes and Specific
features provided.
The purpose of this Offer Definition is primarily focused on how to design and order a solution.

While reasonable efforts have been made to ensure that the information in this Offer Definition is complete and
accurate, Avaya assumes no liability for any errors. Avaya reserves the right to make changes and corrections to
the information in this Offer Definition. Further, roadmap information contained herein is provided for
information purposes only and is not a commitment or an obligation to deliver any product, product feature or
software functionality. Avaya reserves the right to make changes to the content and timing of any product,
product feature or software release presented herein.

Non-Disclosure
The Avaya non-disclosure processes will be followed for any confidential documentation and information being
released to the end customer or any type of Channel Partner’s personnel not covered by a confidentiality contract
with Avaya prior to GA.

Globalization
Avaya IX Workforce Engagement 15.2.1 – Avaya OneCloud Public is currently only available in the United
States for direct and indirect sales. As other regions are supported this Offer Definition will be updated.

Theatre specific information will be identified using the regional designations listed below.
• United States (US)
• Caribbean and Latin America and Canada: (AI)
• Europe, Middle East and Africa (EMEA)
• Asia Pacific (APAC)

Avaya Inc. – Proprietary. 5


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

2.0 Overview
Avaya IX Workforce Engagement 15.2.1 in Avaya OneCloud Public is a solution offer that leverages the Avaya
Workforce Engagement (fka. Avaya Workforce Optimization - WFO) release 15.2.1 as a primary component in
this public cloud-based offer. Section 5.3 “Systems and Architecture Requirements” provides a high-level
architecture view of the cloud hosted services along with the option of deploying the call recorders on premise as
a hybrid deployment. The Hybrid deployment option helps minimize the network bandwidth requirements and
allow customers to easily archive recording data locally.

Avaya IX Workforce Engagement is an integrated public cloud-based solution that enables the contact center and
enterprise to have the right workforce with right skills doing the right things and doing them well to achieve
corporate objectives. The challenges of the current economy are forcing enterprises to rethink their approach to
customer service as customer retention becomes a key focus area. Enterprises must align contact center operations
to new corporate objectives while keeping costs low. Avaya IX Workforce Engagement applications encourage
businesses to use their contact center strategically, rather than just as a mechanism to field customer calls.
Furthermore, businesses can gain a deeper understanding of customer trends and balance efficiency with
effectiveness to create an optimized customer experience. Avaya IX Workforce Engagement enables the customer
centric enterprise through this effective public cloud-based offer.

The Avaya IX Workforce Engagement solution includes the following application packages in a public cloud-
based offer (Packages described in Section 0):

• Recording Package
• Automation-Enabled Quality Management Package
• Workforce Management Package
• Workforce Engagement Package

The offer also includes the following optional components:

• Speech Analytics
• Additional Languages for Speech Analytics
• Customer Feedback
• Desktop and Process Analytic

Organizations need to do all they can to positively impact customer acquisition, satisfaction and loyalty. The
Avaya IX Workforce Engagement delivers a wealth of key capabilities to help organizations transform employee
and customer engagement. The Avaya IX Workforce Engagement can be a powerful tool for consistently
delivering high quality experiences by creating synergy between people and processes.

The Avaya IX Workforce Engagement in Avaya OneCloud enables:


• Premises-based Avaya Workforce Engagement customers that may lack the time and resources to migrate
to the most current software release.
• Allows customers to take advantage of the latest technology with fewer IT resources and upfront costs
than traditional, premises-based software deployments.

Avaya Inc. – Proprietary. 6


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

• There is no need to settle for limited functionality. Avaya IX Workforce Engagement offers full-featured,
unified solutions to meet an organization’s unique needs and budget, whether they are a large,
multinational enterprise or small to midsize business.

With Avaya IX Workforce Engagement in Avaya OneCloud, customers can implement a comprehensive end-to-
end customer engagement strategy to help make a business a customer’s first choice.

Avaya IX Workforce Engagement will be hosted in Avaya’s Amazon Web Services (AWS) account.

3.0 Solution Definition


Solution Value Proposition

Avaya Inc. – Proprietary. 7


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

Customer Business Issue / Problem Our Solution


Organizations Unsatisfied Avaya IX Workforce Engagement delivers a Loyal and satisfied
need to do all customers with no wealth of key capabilities to help customers
they can to loyalty organizations transform employee and
positively customer engagement. Powerful and
impact customer effective employees
acquisition, Avaya IX Workforce Engagement can be a
satisfaction and powerful tool for consistently delivering high
loyalty. quality experiences by creating synergy
between people and processes.

Customer use-cases & high-level solution constructs/definition

USE Proposed Solution Construct(s) / “After” Avaya’s Solution (High-level


“Before” Avaya’s solution
Case ID Reference configuration(s) functional requirements)
1 Premises-based Avaya IX The Avaya IX Workforce Customer is always using the
Workforce Engagement Engagement in Avaya latest software version and can
customers lack the time and OneCloud solution provides a add packages and optional
resources to migrate to the most flexible package offer and components without additional
current software release. optional components investment in a premise-based
solution.
Not able to take advantage of
new feature capabilities. Allows customers to take
advantage of the latest
Using a software version that is technology with fewer IT
no longer supported resources and upfront costs than
traditional, premises-based
software deployments.
2 New customers settling for The Avaya IX Workforce There is no need to settle for
limited functionality due to the Engagement in Avaya limited functionality. Avaya IX
ability to resource and manage a OneCloud provides a flexible Workforce Engagement offers
premise-based solution package offer and optional full-featured, unified solutions
components to meet an organization’s
unique needs and budget,
whether they a large,
multinational enterprise or small
to midsize business.

Avaya Inc. – Proprietary. 8


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

4.0 Target Segments


Customer Target Segment(s) Definition & Description
Target Customers:
• Existing Avaya IX Workforce Engagement customers (premise based WFO customers) that need to
migrate to the newest Avaya IX Workforce Engagement 15.2 release
• Midmarket or enterprise prospects who are using competitor offers or lack a Workforce Engagement
platform
• Customers in the US that want a Public Cloud offer (support for Canada and Mexico will be added in the
future)

Questions to Consider
• Do your current Avaya IX Workforce Engagement customers lack the budget and/or resources to upgrade
to the current release?
• Do you have new prospects who want to add new capabilities to improve customer engagement,
operations and employee productivity?
• Are your customers complying with the latest industry regulations such as GDPR?
• Can your customers easily identify top and lower performing agents?
• Are your customers still using MS Excel to schedule staff and perform quality evaluations?

Customer Target Segments


Avaya IX Workforce Engagement is ideal for any contact center that desires to securely record customer
interactions, increase agent productivity and gain deeper insights into the customer experience delivered.
Example vertical industries include:
• Airlines
• Banking
• Business Process Outsourcers
• Credit Cards
• Financial
• Government
• Healthcare
• Hospitality
• Insurance

Customer Decision Maker(s) and Decision-making process


Business owner and IT department.

Identify any current reference customers if applicable


Current Avaya IX Workforce Engagement customers.

Avaya Inc. – Proprietary. 9


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

Overlap with current Avaya offerings


The Avaya IX Workforce Engagement in Avaya OneCloud is a deployment option for Avaya Workforce
Engagement release 15.2.1.

Avaya Inc. – Proprietary. 10


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

5.0 Product - Solution Overview


The following is an overview of the Avaya IX Workforce Engagement offer.

To achieve even greater customer experience gains, a workforce engagement solution should be at the top of your
list. A leading Workforce Engagement solution will enable you to get a deeper, more meaningful look at customer
interactions and their impact on both the customer experience and employees. The ability to capture, analyze and
then act-on customer interaction intelligence will kick start your customer experience initiatives into a higher
gear.

The Avaya Workforce Engagement suite consists of applications that operate on a unified platform, employ a
common user interface and use a single database for:

• Call and Screen Recording


• Quality Management
• Customer Feedback
• Agent Coaching and eLearning
• Speech Analytics
• Desktop and Process Analytics
• Performance Management Scorecards
• Workforce Management for Forecasting and Scheduling Staff

Avaya Inc. – Proprietary. 11


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

Solution Functional Requirements


Customers can choose one of the four services Packages below. Speech Analytics, Customer Feedback and
Desktop and Process Analytics are optional add-on applications that can be used with any of the four service
packages. Other WFO capabilities can be addressed with a professional service engagement (for example
Import/Export Manager, Text Interaction Recording with Avaya Oceana, etc.).

Quality Workforce Workforce


Recording
Management Management Engagement
Package
Package Package Package
Avaya Contact Recorder
X X X
Advanced (ACRA) 1
Screen Recording 1, 2
X X X
Advanced Quality
Management (QM) X X
(Automated-Enabled 2)
Performance Management X X X
eLearning X X X
Coaching X X X
Advanced Scorecards X X X
Workforce Management X X
Forecasting and Scheduling X X
Advanced Adherence X X
Media Blending X X
Time Off Manager X X
Strategic Planner X X
Mobile Work View X X
Shift Bidding X X
Speech Analytics 2, 3
Optional Add-On
Additional Language
Optional Add-On
Speech Analytics 2, 3
Customer Feedback Optional Add-On
Desktop and Process
Optional Add-On
Analytics 2

1. KMS Encryption
It is important to point out that since KMS Encryption is a system-wide feature, all recording licenses will include an
encryption license as well to be consistent across all users.
2. These solutions require software and/or hardware to be deployed on agents’ workstations. Such components
deployed outside the Avaya Cloud infrastructure will require specific efforts to be scoped as add-on services to this
proposal.
3. SPEECH ANALYTICS
Based on specific End-Customer and LOB specific implementation, SA is likely to require multiple server pairs. This
requirement will require specific efforts to be scoped as add-on services to this proposal.

Avaya Inc. – Proprietary. 12


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

Product/Feature Requirements
Same feature set as Avaya IX Workforce Engagement release 15.2.1.
Recording requires Avaya Call Recorder Advanced (ACRA). Our target market is our existing base and for those
customers using Avaya Call Recorder (ACR) will need to upgrade to ACRA. An existing ACR can be repurposed
as a local playback service for older recordings.

For hybrid deployments, we expect the recorders to be on premise but again, could be decision during solutions
design to place in the Cloud. Avaya IX Workforce Engagement 15.2 will support both. A VPN (virtual private
network) to the customer’s premises is always required.
Systems and Architecture Requirements
The infrastructure will comply with Verint’s L6 architecture requirements.
The Avaya IX Workforce Engagement in Avaya OneCloud will interoperate with the same systems that are
specified in the premise based 15.2 product compatibility matrix. The primary interoperability is with all
supported releases of the following.
• Avaya Aura® Application Enablement Services
• Avaya Aura® Experience Portal
• Avaya Session Border Controller for Enterprise
• Avaya Aura® Contact Center
• Avaya Aura® Call Center Elite
• Avaya Aura® Call Center Elite Multichannel
• Avaya Oceana™ Solution
• Call Management System
• Avaya Aura® Communication Manager
• Communication Server 1000

https://secureservices.avaya.com/compatibility-
matrix/menus/product.xhtml?name=Avaya+Aura+Workforce+Optimization&solution=false&version=15.2.1

High-level architecture. In the hybrid model the customer provides all the on-premise hardware and operating
systems. Any on premise software installation is handled through Avaya Professional Services as a custom
ProService Now request.

Avaya Inc. – Proprietary. 13


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

Avaya Inc. – Proprietary. 14


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

ReadyNow example – cloud to cloud deployment.

Performance and Scalability (capacities)


Supports up to 50,000 agents in a multi-tenant environment. The initial implementation will support a reduced
capacity and will grow as needed.

Initial High-Level Sizing


Sizing Package Entire Suite
Sizing Package Seats 1000
WFM employees 2000
Assigned DC Level L6
Number of Contacts (in millions) 52.15

The Recording Package includes 90 days recording storage with encryption. Customer can then archive locally or
provide an alternate archiving location. Professional services engagement can extend the data storage. This would
be a custom quote option on a customer provided long term storage.

Reliability (e.g. availability, Mean time to failure (MTTF))


The cloud deployment leverages the AWS infrastructure for a Verint L6 architecture. This cloud deployment will
support a multi-tenant configuration providing local HA in each AWS deployment. Verint does not provide a
specific uptime, SLAs or penalties for this deployment model.

Avaya Inc. – Proprietary. 15


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

Hybrid configurations using on premise recording servers with N+1 redundancy will provide the best reliability.
For premise based call recording, customer provided servers can utilize the same, high availability server
platforms that they rely on for their other mission critical systems. These typically include hot-swappable power
supplies and fans in addition to the RAID storage that is recommended in all cases.

Avaya is not liable for the loss of call recordings and associated data.

The cloud solution also supports a geo-distributed product deployment environment in the AWS infrastructure
(AWS West data center and AWS East data center). The Recording Package will be available in this
georedundant environment. Other key components provide local High Availability.

Upgrade/Migrations
The host environment will be kept up to date when new releases become available.
Transitioning a premises-based Avaya Workforce Engagement customer to Avaya IX Workforce Engagement in
Avaya OneCloud enables customers to reduce the operational headaches and expenses associated with
maintaining both software and infrastructure. This transition process also presents the perfect opportunity to
educate customers on best practice Cloud transition strategies, rationalizing data and expanding the current
Workforce Engagement footprint.

With this strategy Avaya does not migrate old premise data to the cloud solution. Customers can use their existing
premise-based Avaya Call Recorder (ACR) for playback of old data while leverage the cloud solution for new
data going forward.

Upgrades from prior release of the premise based WFO to the current WFO 15.2 release is a considerable effort.
The strategy for transitioning to Avaya IX Workforce Engagement in Avaya OneCloud should be considered
similar to that of a premise upgrade effort.
Key Interactions and Interoperability requirements

Currently Supported? Comments/References (e.g. PRD,


Requirement Description Affected Products Roadmap)
(If yes, specify release)

Interoperate the Avaya Avaya IX Workforce 15.2.1


IX Workforce Engagement Public Cloud
Engagement Public
Avaya Aura components
Cloud solution with a 7.x and 8.x
premise-based Avaya
Aura deployment
Interoperate the Avaya Avaya IX Workforce 15.2.1
IX Workforce Engagement Public Cloud
Engagement Public
Avaya Aura components
Cloud solution with a 7.x and 8.x
cloud-based Avaya Aura
deployment

Avaya Inc. – Proprietary. 16


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

The Avaya IX Workforce Engagement in Avaya OneCloud will interoperate with the same systems that are
specified in the premise based WFO 15.2 product compatibility matrix. The primary interoperability is with all
supported releases of the following.
• Avaya Aura® Application Enablement Services
• Avaya Aura® Experience Portal
• Avaya Session Border Controller for Enterprise
• Avaya Aura® Contact Center
• Avaya Aura® Call Center Elite
• Avaya Aura® Call Center Elite Multichannel
• Avaya Oceana™ Solution
• Call Management System
• Avaya Aura® Communication Manager
• Communication Server 1000

6.0 Feature Descriptions


Call Recording

Many organizations record the interactions between their customers and employees for liability protection,
compliance, and quality management purposes. While these recordings can contain massive amounts of useful
information, extracting actionable intelligence from them quickly can be challenging.

With Avaya Call Recording, you can quickly search, replay, and report on calls by topic, which can dramatically
reduce cost and time required for call reviews. The solution can even apply multiple tags to a single call, a benefit
for long or complex calls, and provide alerts based on call disposition thresholds.

Avaya Inc. – Proprietary. 17


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

Content-driven dashboards and intuitive reporting can help you gain a deeper understanding on why customers
are calling, so you can take quick action.

Because Avaya Call Recording is part of the Avaya Workforce Engagement suite, it can work seamlessly with
other solutions such as Quality Management, Workforce Management, Speech Analytics and Desktop and
Process Analytics to deliver unique business process workflows that can deliver greater value to your
organization.

This full-time, enterprise recording and archiving solution can help you enhance compliance, reduce liability, and
support customer engagement management.

Screen Recording

Screen recording is not only a critical necessity for internal and external regulatory compliance and risk
management, but it also plays a vital role in analyzing customer interactions and improving the customer
experience that your contact center delivers.

Avaya Screen Recording is an undetectable back-end process that captures synchronized voice and desktop
screen activity of employee interactions. Screen Recording is employed in the contact center and in the back-
office to capture on-screen movements of agents and back-office employees so you can gain a true picture on how
well agents and employees are utilizing business applications to serve customers. Gaining a true picture on how
well agents and employees utilize business applications can help you discover business and process improvement
opportunities that help you increase customer satisfaction, reduce costs, discover system breakdowns, shorten
cycle times and expose unauthorized personal activity of employees.

Avaya Inc. – Proprietary. 18


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

Supervisors and managers are able to view the entire customer interaction while watching/listening to
synchronized screen and call recordings so they can gain a better understanding of the entire customer journey
including service operations, business application processes and training opportunities.

Quality Management

Quality Management can help your contact center make the transition to omnichannel customer engagement.
With this proven solution, you can efficiently select and evaluate large numbers of interactions across
communication channels based on business relevance, employee performance, and customer input. It’s a practical
way to gain insight that would be difficult, if not impossible, to achieve by randomly sampling small numbers of
interactions and evaluating them against inwardly focused metrics and processes.

With Quality Management, you can evaluate all of the attributes of a customer interaction, including voice
conversations and associated screen data, text-based interactions (such as chat) from a single screen. The
solution’s omnichannel interaction player provides personalized access to speaker-separated audio waveforms,
speech analytics categories, emotions, keywords, interaction tags, annotations, screen recording, applications used
by employees, and employee profile information.

The Smart Inbox feature can automatically deliver the desired type and number of interactions to be evaluated for
each employee based on business rules. Evaluators can review interactions from multiple channels in a channel-
agnostic and consistent manner, a benefit to help you deliver a true omnichannel experience to customers.

With Quality Management, you can design flexible, intelligent evaluation forms quickly and tailor them to
specific interaction types. Quality scores can feed key performance indicators (KPIs) in scorecards, which in turn

Avaya Inc. – Proprietary. 19


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

can drive performance-based coaching and eLearning. If you use Performance Management, you can immediately
assign coaching and /or e-Learning sessions, either manually or automatically, to address skill and knowledge
gaps detected during evaluations. You can even attach scorecard KPIs, policies, and other relevant information to
the sessions.

The Quality Management package can be configured as Automated Quality Management but will require software
and/or hardware to be deployed on the agent’s workstations. Such components deployed outside the Avaya Cloud
infrastructure will require additional effort and cost to be scoped as add-on services to the proposal.

Performance Management

Many organizations struggle with managing and improving employee performance in the areas of their enterprise
that interact with customers. With a plethora of systems and data in their contact centers, back-office, and branch
operations, it’s easy for managers to become inundated with data, although very little of it may be directly
actionable.

Avaya Performance Management can capture and aggregate data across multiple systems while providing a
single, standardized framework for efficiently tracking, managing, and improving individual, team, and
organizational performance. The solution provides Scorecards, Coaching, and eLearning capabilities that can
work together synergistically, helping your organization implement a continuous process for performance
management across the areas of the business that impact customer experience.

With Avaya Performance Management, you can gain insight into what employees are doing, how effectively
they’re performing, and where they excel or need to sharpen their skills. The solution can even trigger coaching
and training sessions to help them do so.

Avaya Inc. – Proprietary. 20


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

Using insight from the solution, you can tie the activities of individuals and teams to company goals — and adjust
training and processes as needed.

eLearning and Coaching

As part of the integrated solution, Avaya Performance Management also includes:

e-Learning - Enables employees and managers to access their eLearning lesson assignments without ever
leaving their desks. An intuitive, browser-based interface shows the specific coursework that has been assigned,
the duration and priority of each lesson, and the deadline for completion.

Employees can initiate a learning session with the click of a mouse. Additionally, lessons can automatically be
assigned to employees if their scorecard KPI scores fall outside of set thresholds and can be assigned directly
from Avaya Quality Management. The system shows a history of courses that have been completed and the scores
associated with each lesson. Supervisors can view course transcripts and run reports, enabling them to assess the
progress and status of training for individual employees.

Coaching - Provides managers with unified functionality and online tools for offering employees better, more
focused guidance on how they can enhance their skills. Coaching sessions can be triggered automatically when
performance scores fall below set thresholds or directly from Avaya Quality Management during evaluations.

Employee scorecards, policy documents, eLearning lessons, and other relevant materials can be attached to
coaching assignments. This can help supervisors provide attention to the employees and teams that need it most
and better ensure they spend time mentoring staff.

Avaya Inc. – Proprietary. 21


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

Workforce Management

In today’s contact center, the volume of calls, contacts, and work can be moving targets. And when you factor in
multiple sites, expanded communications options, staff proficiencies and preferences, complex work rules and
types, and customer expectations, the task of forecasting and scheduling can become difficult to manage without
sophisticated analysis.

Avaya Workforce Management can help simplify the complex task of forecasting and scheduling, even with large
numbers of employees, complex scheduling periods, and many queues and staffing profiles. With Avaya
Workforce Management, you can reduce costs by staffing appropriately to meet your workload, drive business
growth and operational excellence, and improve employee effectiveness and retention.

Since staffing can account for up to 70 percent of your contact center operating costs, it’s important to schedule
and manage employees effectively. Avaya Workforce Management can measure and leverage the talents and
preferences of individuals, align their skills and proficiencies with your business objectives and customer needs,
and produce optimum schedules.

As a result, you can reduce the risk of overstaffing, minimize overtime, provide employees with the schedules
they actually prefer, identify time-off opportunities, and reduce shrinkage. What’s more, the solution can
automate routine administrative tasks, freeing supervisors to coach their staff.

Avaya Inc. – Proprietary. 22


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

Speech Analytics

Competitive advantage often depends on anticipating and addressing market needs faster than your competition.
And few things can tell you more about your business and market than the voice of your customers.

Avaya Speech Analytics provides advanced functionality that can automatically surface intelligence from
thousands, even millions, of recorded calls, so you can take action quickly. This next-generation analytics solution
can reveal the intelligence essential for pinpointing cost drivers, trends, and opportunities; identifying strengths
and weaknesses with processes and products; and understanding how your offerings are perceived by the
marketplace.

Avaya Speech Analytics can provide sophisticated conversational analytics to automatically identify, group, and
organize the words and phrases spoken during calls into themes, helping to reveal rising trends and areas of
opportunity or concern. Going beyond merely isolating words used repeatedly during a specific time period,
Avaya’s conversational analytics can identify and group words that are different, but contextually related to a
particular topic, such as relating overage, minutes of usage, and late charges to “fees.” With this innovative
functionality, you can quickly build categories that reflect current customer issues and concerns across thousands
of calls, helping you take action right away. You don’t even need to tell Avaya Speech Analytics what to look for,
the solution can identify themes automatically, continually refine them, and add new themes over
time. It’s a practical and powerful way to help business users continually stay on top of customer perceptions and
what’s being said during calls.

Finally, Avaya Speech Analytics can be helpful in revealing occurrences of non-compliance and fraud across 100
percent of phone interactions.

Avaya Inc. – Proprietary. 23


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

Customer Feedback

Customers and employees are some of the best sources of information to help grow your business. But passively
“listening” to them is not enough. To gain the greatest benefit, you need to proactively engage them and use their
input to drive enterprise action and accountability.

Avaya Customer Feedback can help you engage your customers and employees to capture, analyze, track, and act
on their feedback in a closed-loop process across the organization. Designed specifically for business users, this
flexible, scalable solution delivers multichannel surveying for capturing customer input across telephone, email,
web, SMS, and mobile channels.

It’s easy to create surveys, just choose from a selection of industry best-practices templates, import questions
from Microsoft Word, or use the solution’s flexible editor to build your own.

The solution can trigger alerts based on selected criteria, such as low promoter scores, and assign, prioritize, and
monitor cases automatically. This can help you ensure timely responses and balanced workloads, diagnose issues,
collaboratively plan a best course of action, and communicate with customers throughout the process.

Sometimes survey results prompt even more questions. Why did the customer rate their experience that way?
Why did they leave that comment? What happened during their experience? By linking the recorded conversation
with the survey, you are able to go back and replay the interaction and put into context the reason for the
customer’s responses.

Avaya Inc. – Proprietary. 24


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

Having captured data, you can turn it into actionable results using real-time dashboards, analytics, and reporting.
You can easily aggregate and track data across all surveys, different types of surveys, and various time periods in
a single view. You can even track data by individual customer. This insight can help you unify disparate
approaches, systems, and survey processes to facilitate targeted, informed business decisions. And you can
automatically export survey data via a scheduled file export process, so that it can be imported into external
systems.

Desktop and Process Analytics

Avaya Desktop and Process Analytics can help address data privacy requirements while capturing employee
desktop activity. By enabling the processes associated with customer service operations to be tracked, measured,
analyzed, and refined, the solution can help your contact center improve efficiency, reduce costs and liability, and
enhance the overall customer experience.

Avaya Desktop and Process Analytics offers functionality to help centers protect private information, limit
liability, and gain visibility into non-phone activities by:
• Avoiding the capture of sensitive data.
• Tagging recordings with information to facilitate easy retrieval.
• Identifying agent and system behaviors that do not comply with industry regulations and company
practices.
• Improving productivity by showing how employees use applications and systems to perform their work.
• Collecting and centralizing the contributions from one or more employees to a particular work item or
case, helping you pinpoint where processing irregularities may have occurred.
• Identifying issues in calls and corresponding desktop activities, and providing immediate drill-down to
help reveal root cause.

Avaya Inc. – Proprietary. 25


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

• Detecting flawed processes.


• Revealing successful behaviors of top performers

Real-Time Speech Analytics


Real-Time Speech Analytics is only available as a premise based offer because it must be collocated with the
Avaya Aura system due to its real-time nature.

7.0 Product Documentation


The Avaya IX Workforce Engagement 15.2.1- Avaya OneCloud Public uses the same documentation that the
Avaya Workforce Engagement 15.2.1 offer uses. Since the underlying Verint software is the same, all of the
product documentation is the same and available on the following support site link.
https://support.avaya.com/products/P0588/avaya-aura-workforce-optimization/

Release Notes
Release Notes are available when updating the system to the next release. This includes any bug fixes and
installation notes to make sure the update goes as smooth as possible. Release Notes are available at the Avaya
support center at http://support.avaya.com.

User and System Documentation


In support of the Avaya-wide Go Green initiative, Avaya no longer provides paper and CD documentation. Avaya
online documentation is a free download available from Avaya Support at http://www.avaya.com/support . Click
Documents and search by product.

Avaya Inc. – Proprietary. 26


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

The following are the product documents for Avaya IX Workforce Engagement 15.2.1. Please use the search
function available on http://www.avaya.com/support to find these documents.

Document Name
Workforce Optimization Getting Started
Avaya Contact Recorder
• ACR User Guide
Adapters Guides
• Generic Interfaces & Adapters
• Internal Staffing Calculator Adapter
• Scorecards Adapters
User Administration
• Roles & Privileges Reference Tool
• User Management
• User Management Employee Import Spreadsheet
Analytics Driven Quality
• Analytics Driven Quality Application Note
• Analytics Driven Quality Configuration & Setup
Customer Feedback
• Customer Feedback Administration
• Customer Feedback Survey Server Interface Reference
• Customer Feedback User Guide
Dashboards
• Dashboards Administration & User Guide
Desktop & Process Analytics
• Desktop & Process Analytics User Guide
Face to Face Interaction Recorder
• Face to Face Interaction Recorder User Guide
• Face to Face Interaction Recorder Install & Config
Interactions
• AIM Quick Reference
• Automated Quality Management Administration
• Automated Quality Management Quick Reference
• Interactions & Analytics Administration
• Interactions Quick Reference • Interactions User Guide
• Player User Guide
• Quality Management Form Designer User Guide
• Quality Management Standalone Form Designer
Mobile
• Avaya Mobile Apps Administration
• Mobile Applications Release Notes
Performance Management
• Coaching Administration
• Coaching User Guide

Avaya Inc. – Proprietary. 27


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

• eLearning Administration
• eLearning Student Guide
• Scorecards Administration
• Scorecards KPI & Source Measure Reference
• Scorecards User Guide
Reports
• Ad Hoc Reports
• Reports Development Kit
• Reports Guide
Risk Management
• Risk Management Administration & User Guide
Speech Analytics
• Language Model Configuration & Distribution
• Speech Analytics Index & Ontology Tool User Guide
• Speech Analytics Ontology Import - Export User Guide
• Speech Analytics Quick Reference
• Speech Analytics User Guide
• Speech Data Reports Reference
Workforce Management
• Workforce Management Administration
• Workforce Management Managers User Guide
• Workforce Management Planners
• Workforce Management Request Management
• Workforce Management Schedulers User Guide
• Workforce Management User Guide

8.0 Product Ordering, Licensing and Pricing


Licensing
The Avaya IX Workforce Engagement Packages and add-ons are licensed and priced based on "Named User".
Named User means any person whose identification is recorded for use by the Software and/or Program for any
purpose. A Named User license is personal to the individual to which the license is assigned and may not be used
by any other individual.

The Subscription Term is 1, 3 or 5 years.

Product Order Codes and Pricing


Pricing
The following is the Avaya IX Workforce Engagement list price for the packages and add-ons by term.

• Pick the desired Avaya IX Workforce Engagement Package plus Add-ons for your business along with
the number of Named Users required and Subscription Term

Avaya Inc. – Proprietary. 28


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

o This is your base commitment


• You can then burst above this committed level as needed. If you expect to burst more than 10% above
your committed level we will need to insure that your configured capacity can accommodate your
bursting. This may require an additional fee to size your tenant to support large bursting.
o Bursting is counted from your monthly peak
• Recurring fees are billed monthly in arrears and adjusted for any increases in Avaya IX Workforce
Engagement services in a given month. For example, if you add a new Agents or purchase an add-on
feature or service in the middle of your billing period, You will receive a charge on your next monthly
bill.

Volume and Subscription Term discounts are handled through Special Bids.

1 Year 3 Year 5 Year


Avaya List Price (Cost per (Cost per (Cost per
agent/month) agent/month) agent/month)

Recording Package (with encryption and 90


$23.00 $20.00 $19.00
days recording storage)
Quality Management (with encryption and
$35.00 $31.00 $28.00
90 days recording storage)

Workforce Management $25.00 $22.00 $20.00

Workforce Engagement Package $51.00 $45.00 $41.00

Speech Analytics (English) $27.00 $24.00 $22.00

Speech Analytics Additional Language $14.00 $12.00 $11.00

Customer Feedback $12.00 $10.11 $10.00

Desktop and Process Analytics $10.00 $9.00 $8.00

Material Codes
The following are the Avaya IX Workforce Engagement material codes.

Package Long Description Asset


1 Year 3 Year 5 Year
Material
AVAYA COMM PUB CLOUD
Recording Package
AWFO CR AND ENCRYPTN AND 400920 400930 400935 400940
(ACRA)
90 DAYS STORAGE

Avaya Inc. – Proprietary. 29


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

AVAYA COMM PUB CLOUD


Quality Management
AWFO ADV QM AND 400921 400931 400936 400941
(QM)
ENCRYPTN/90 DAYS STORAGE
Workforce AVAYA COMM PUB CLOUD
Engagement Package AWFO ADV WFO PCKG: CR/ADV 400922 400932 400937 400942
(WFO) QM/ADV WFM/PM
AVAYA COMM PUB CLOUD
Workforce
AWFO ADVANCED WORKFORCE 400923 400933 400938 400943
Management (WFM)
MANAGEMENT
Desktop and Process AVAYA COMM PUB CLOUD
Analytics AWFO ADVANCED DSKTP 400925 400890 400894 400898
(DPA) ANLYTCS
Speech Analytics AVAYA COMM PUB CLOUD
400926 400891 400895 400899
(SA) AWFO SPEECH ADVANCED
Speech Analytics AVAYA COMM PUB CLOUD
Additional Language AWFO SPEECH ADDITIONAL 400927 400892 400896 400900
(Add Lang) LANGUAGE
AVAYA COMM PUB CLOUD
Customer Feedback
AWFO CUSTOMER FDBCK 400928 400893 400897 400901
(CF)
ADVANCED

Avaya One Source (A1S)

Creating a Quote:
• Orders are placed in Avaya One Source (A1S) as piece part orders for the Packages and Subscription
Term
• Deployment Services and Enablement Onboarding Services are handled as ProServices Now request as
the first step in creating a professional services engagement and Statement of Work (SOW)

In SFDC use Product Family “IX WEM Cloud” when entering an opportunity. Enter a Piece Part Order in A1S as
described below. Enter a ProServices Now request for APS to start the SOW for the Deployment Services and
Enablement Services (Onboarding and Training).
• Job Aide: Submitting a Request for APS 3rd Party Custom Quotes

APS 3rd Party


Custom Quote Request Job Aide 13 May 2019.pdf

Use the Special Bids to apply volume and term discounts.

Avaya Inc. – Proprietary. 30


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

The following example is for a 300 Agent order for a 3 year Subscription Term. When entering the quantity
multiply the number of Agents by the months in the Subscription Term (300 agents * 36 months = 10,800).

Avaya Inc. – Proprietary. 31


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

Avaya Inc. – Proprietary. 32


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

Avaya Inc. – Proprietary. 33


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

Avaya Inc. – Proprietary. 34


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

Avaya Inc. – Proprietary. 35


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

Avaya Inc. – Proprietary. 36


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

9.0 Avaya Learning


The Avaya Learning Center, www.avaya-learning.com, is the gateway to Avaya training and credential offers.
Avaya Sales and Services authorization requirements are outlined in the Avaya Solutions Authorization Policy
Guide located on the Avaya Connect Program site, www.avaya.com/avayaconnect .

Authorization to Sell the Product:


Authorization is the process by which the Channel Partner organization establishes its readiness to support a new
or existing product. This readiness may involve both competency of personnel as well as equipment and facilities.
Information on Avaya’s Authorization process can be found at https://sales.avaya.com/en/general/avaya-edge-
credentials-and-authorizations .

Credential Strategy:
Avaya has a long-standing commitment to customer satisfaction. We feel it is essential that our Channel Partners
are equipped with the necessary tools to become knowledgeable on the products and solutions which are sold and
maintained. This ensures that the appropriate product positioning, configuration, installation and support services
are delivered to the end-customer. To support our commitment to the customer, we require a Channel Partner to
become authorized in order to resell and service certain products.

Credential Requirements:
Avaya Learning houses all the Partner credential requirements, policies and credential training curriculum maps.
www.avaya-learning.com

Avaya Inc. – Proprietary. 37


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

Avaya believes it is essential that our Partners and Distributors are equipped with the necessary tools to become
knowledgeable on the products and solutions which they sell, design, implement and maintain. This ensures that
the appropriate product positioning, configuration, installation and support services are delivered to the end-
customer.

NOTE : Partner training is provided directly by Verint with Credential Exams provided by Avaya Learning Portal

More details on these Avaya Connect certification programs and associated courses are available under “Contact
Centers” on the Avaya Professional Credential Program home page.

Avaya Professional Sales Specialist (APSS)

APSS – Avaya Professional Service Specialist


APSS-1202 Avaya IX™ Contact Center Solutions for Sales
Course Code Course Description Course Delivery
Duration (hrs.) Type
WBT Overviews and Sales Strategy Courses
47700W Introduction Avaya Intelligent 45 minutes Web-based
training
Xperiences (IX)™ Solutions Portfolio
(WBT)
Overview
41510W Avaya IX™ Contact Center Portfolio 45 minutes Web-based
training
Overview (for Sales)
(WBT)
41550T APSS Avaya IX™ Contact Center 1 hour Online Test
Solutions Online Test
Avaya Oceana® Solutions Curriculum
ALCC -2005 Avaya IX™ Voice and Digital Solutions for Sales
41710W The Avaya IX™ Contact Center 0.5 hour Web-based
Automated Story training
(WBT)
41410W Selling Avaya Oceana™ 0.75 hour Web-based
training
(WBT)
41400W Selling Avaya Analytics™ 0.75 hour Web-based
training
(WBT)
41480W The Basics of Cost Justification and 0.50 hour Web-based
Selling Oceana Using the Oceana ROI training
Tool (WBT)
41660W Shift the Mix: Avaya Oceana™ ROI for 0.25 hour Web-based
Sales training
(WBT)
41770W Avaya Experience Portal for Sales 0.25 hour Web-based
(Planned April 2020) training
(WBT)
41560T APSS Avaya Oceana® Online Test 1.0 hour Online test

Avaya Inc. – Proprietary. 38


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

Avaya IX Workforce Engagement Curriculum


ALCC -2006 Avaya IX™ Workforce Engagement Solutions for Sales
41670W Selling Avaya IX™ Workforce 30 minutes Web-based
training
Engagement in the Avaya Public
(WBT)
Cloud Solution
41630W Avaya IX™ Workforce Engagement 20 minutes Web-based
training
Use Case (for Sales)
(WBT)
Product Release Information Documents (PRIs)
39170W Avaya Workforce Optimization Release 1.25 hours Web-based
15.2.2 Details for Pre-Sales training
(WBT)

Avaya Inc. – Proprietary. 39


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

Avaya Professional Design Specialist (APDS)


None, APDS has been combined into ACDS

Avaya Certified Design Specialist Certifications (ACDS)


ACDS–Avaya Oceana® Solution Design
ACDS-3480 Avaya Oceana® Solution Design
Course Code Course Description Course Delivery
Duration (hrs.) Type
34210W Avaya Oceana® Overview for 2.0 hour Web-based
Design training
(WBT)
34810W Designing the Avaya Oceana® 1.0 hour Web-based
training
Solution Part 1 of 3
(WBT)
34820W 1.5 hour Web-based
Designing the Avaya Oceana®
training
Solution Part 2 of 3 (WBT)
34830W 1.5 hour Web-based
Designing the Avaya Oceana®
training
Solution Part 3 of 3 (WBT)
34800X Avaya Oceana® Solution Design 1.5 hour Exam
Exam
Avaya Contact Center Performance Management Curriculum
ALRI-7008 Avaya IX™ Workforce Engagement Solutions
39170W Avaya Workforce Optimization Release 1.25 hours Web-based
15.2.2 Details for Pre-Sales training
(WBT)
39180W Avaya Call Management System 1.5 hours Web-based
training
Release 19 Details for Pre-Sales
(WBT)

Avaya Certified Integration Specialist (ACIS)

ACIS – 7495 Avaya Oceana® Solution


Course Code Course Description Course Delivery Type
Duration
74150V Integrating Avaya Oceana® Core and 40 hrs. vILT
Workspaces
74950X Avaya Oceana® Solution Integration 1.50 hrs. Exam
Exam

Avaya Inc. – Proprietary. 40


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

Avaya Certified Support Specialist (ACSS)

ACSS-7497 Avaya Oceana® Solution


Course Code Course Description Course Delivery Type
Duration
74550V Supporting Avaya Oceana® Solution 24 hrs. vILT
74970X Avaya Oceana® Solution Support 1.75 hrs. Exam
Exam

ACSS-7499 Avaya Analytics ™ Insights (Non-Oracle based)


Course Code Course Description Course Delivery Type
Duration
74360V Integrating and Supporting Avaya 40 hrs. vILT
Analytics™ Insights for Oceana®
74990X Avaya Analytics™ Insights Integration 1.75 hrs. Exam
and Support Exam

Technical/ Knowledge Transfer


Additional knowledge building and learning on vaya Workforce Engagement is available via Tech Tranfer
material. https://sales.avaya.com/en/general/tech-transfer-fy19 .

10.0 Services and Support


Avaya support services are included in the subscription pricing and includes: (i) Incident tracking and resolution,
and (ii) certain updates and upgrades that Avaya elects to provide to its Avaya IX Workforce Engagement
customers generally. The Avaya IX Workforce Engagement service will require updates from time to time.
Updates may take the form of bug fixes, changes in the soft clients, new or enhanced functionality, and updates or
new versions of the software, and are intended to improve or enhance the service. The customer agrees to receive
such updates and upgrades as part of your Avaya IX Workforce Engagement subscription.
Maintenance activity for Avaya IX Workforce Engagement will also be required from time to time. For planned
maintenance activity, Avaya will use commercially reasonable efforts to provide the customer with email
notification at least 1 week in advance of the planned maintenance date. For urgent maintenance activity, Avaya
will use commercially reasonable efforts to provide you with email notification describing the proposed time and
duration of the maintenance activity, at least 24-hours prior to performing the maintenance activity.

Configuration Services
Avaya IX Workforce Engagement Tenant Enablement Services are provided at an additional fee and covers the
following areas:

1. Tenant Setup & Configuration Services

Avaya Inc. – Proprietary. 41


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

2. Tenant Training and Consulting Services

Customer Training
As part of your Avaya IX Workforce Engagement subscription, Avaya will provide access to self-service training
resources including videos, user guides, and other documentation. The customer agrees to train their Authorized
Users in accordance with Avaya’s then-current guidelines before permitting Authorized Users to access and/or
use Avaya IX Workforce Engagement. At the customer’s request, Avaya will provide Authorized User training
for an additional fee. Authorized User training is required to preserve cloud service integrity, data privacy and
security as well as operations, by minimizing Authorized User incidents that may disrupt service.

Avaya Data Center Access


Network access to Avaya IX Workforce Engagement will be established through an AWS VPN connection. AWS
VPN connection makes it easy to establish a dedicated network connection from the customer’s premises to
Avaya IX Workforce Engagement in AWS. Using an AWS VPN connection, the customer can establish private
connectivity between AWS and the customer’s datacenter, contact center, or headquarters, which in many cases
can reduce network costs, increase bandwidth throughput, and provide a more consistent network experience than
Internet-based connections. For North America the primary AWS datacenter is in Oregon, USA and the secondary
datacenter is in North Virginia, USA.

11.0 Terms and Termination


Subscription Term
The Subscription Term is effective from the first of the month after the provisioning and training (Operation Start
Date) and ends based on the selected Subscription Term of 1, 3 or 5 years. The Subscription Term will renew
automatically for subsequent 1 year periods under the terms and conditions at the current 1 year term price, unless
either Party gives the other Party a written notice of its intent not to renew the initial or extended Subscription
Term no later than 60 days prior to its expiry.

For any renewal period, Avaya may prospectively increase rates, prices and other fees by no more than ten
percent (10%).

Termination for Convenience


The Customer cannot terminate a 12 month subscription term. Other terms cannot be terminated earlier then 24
months after the Operation Start Date. The Customer may terminate for convenience upon 90 days written notice
subject to Customer’s payment of the termination fees equal to 60% of the Subscription Licensing Fees for the
remainder of the Subscription Term as further outlined below in Section 11.3(“Termination Charges”).

Termination will be effective at the end of the month in which the 90 day period has ended. Any partial
termination must be agreed by both Parties, including their agreement on the new Charges and Minimum Volume
Commitments, pursuant to Contract Change Control.

Termination Charges
In the event of an early termination as detailed below, Customer will pay Avaya all Charges due up to the
effective date of termination and the Termination Charges as follows.

Avaya Inc. – Proprietary. 42


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

Termination for Convenience


If the end customer terminates, the end customer will pay Avaya a Termination Charge calculated in accordance
with the following formula:
Minimum Remaining Charge × 60%

Termination for Material Breach


If Avaya terminates due to the end customer’s uncured material breach, end customer will pay Avaya a
Termination Charge calculated in accordance with the following formula:

Period in which the effective date of termination occurs Formula


Period that starts on the Effective Date Minimum Remaining Charge × 100%

12.0 Changes or Discontinuations to the Service


Notwithstanding anything to the contrary in the Terms of Use, Avaya reserves the right, in its sole discretion, to
modify the functionality or features or release a new version of Avaya IX Workforce Engagement at any time as it
deems necessary. In addition, Avaya may, at its discretion and without liability, discontinue its Avaya IX
Workforce Engagement offering in the market and terminate Avaya IX Workforce Engagement. Avaya will
endeavor to provide sixty (60) days prior written or electronic notice to the Partner but the notification period may
be longer or shorter at Avaya’s discretion.

13.0 Supplemental Terms and Conditions


Terms of Service for Use of the Avaya IX Workforce Engagement; Privacy
Statement
Access or use of Avaya IX Workforce Engagement constitutes the end customer’s agreement to: (i) the Avaya
Terms of Use for Hosted Services and the Avaya Acceptable Use Policy (“AUP”) set forth at
http://support.avaya.com/Licenseinfo or a successor site designated by Avaya, or made otherwise available by
Avaya upon request (“Terms of Use”). and (ii) the terms set forth in this Services Description (“collectively,
“Avaya Terms”). If You do not agree to the Avaya Terms, do not use or access Avaya IX Workforce
Engagement. Your right to use Avaya IX Workforce Engagement will always be conditioned on Your compliance
with payment obligations and the then-current Avaya Terms. If there is an express conflict between the terms of
this Service Description or the Terms of Service, the Terms of Service will govern, followed by the Service
Description (unless the Service Description expressly states otherwise).

Channel Partner shall obtain the end customer’s written agreement to the Avaya Terms referenced above prior to
acceptance of the applicable order and maintain a copy of each such agreement; Avaya shall have the right to
obtain a copy of the same upon request.

Notice of Any Security Breaches and Emergency Security Issues


Avaya retains the right to provide notice of security breaches as they relate to Avaya IX Workforce Engagement
as necessary to comply with applicable laws and regulations. In the event Avaya determines Avaya must provide
notification, Chanel Partner will cooperate and coordinate fully with Avaya with respect to the timing and content
of such notice. To the extent permitted by applicable law, Channel Partner is fully responsible for all costs and
expenses of notifying any end customer or end users of such a security breach, and the Channel Partner is

Avaya Inc. – Proprietary. 43


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

responsible for all costs of notifying any end customer and, if applicable, or their users of a security breach, and
Avaya shall have no such obligations or liability. If there is an emergency security issue an end customer’s
account may be suspended automatically. If there is a suspension, Avaya will endeavor to ensure that suspension
will be to the minimum extent required and of the minimum duration to prevent or terminate the issue. If an end
customer’s account is suspended without prior notice, Avaya will provide the reason for the suspension as soon as
is reasonably possible.

Avaya IX Workforce Engagement may not be used for High-Risk Activities and may not be sold to an end customer
using Avaya IX Workforce Engagement for any High-Risk Activities. “High-Risk Activities” means activities
where the use or failure of the Service could lead to death, personal injury, or environmental damage, such as the
operation of nuclear facilities, air traffic control, or life support systems. Avaya IX Workforce Engagement may
also not be used for the transmission of personal health information.

AVAYA IX WORKFORCE ENGAGEMENT IS NOT DESIGNED TO COMPLY WITH THE


REQUIREMENTS OF THE HEALTH INSURANCE PORTABILITY AND ACCOUNTABILITY ACT
(“HIPAA”) AND MAY NOT BE USED TO CREATE, RECEIVE, TRANSMIT, MAINTAIN, USE, OR
DISCLOSE PROTECTED HEALTH INFORMATION AS DEFINED UNDER HIPAA.

Regulatory Responsibilities
You acknowledge and agree that You are responsible for determining Avaya IX Workforce Engagement is
specifically appropriate for applicable law, rules and regulations in light Your business, and for use of Avaya IX
Workforce Engagement in a manner consistent with such laws, rules and regulations.

Accounts
The end customer will appoint one or more administrators who will have sole responsibility for the assignment
and management of Authorized Users' Accounts. As between the end customer and Avaya, the end customer will
be solely responsible for providing the login and password information that will permit Authorized Users to
access and use Avaya IX Workforce Engagement ("Account Credentials"). the end customer agrees to protect
account credentials from unauthorized use or disclosure. The end customer also agrees to ensure that an
Authorized Users do not share their account credentials with any other person and do not permit any other person
to access and use Avaya OneCloud through their Accounts. The end customer agrees to ensure that each
Authorized User accessing or using Avaya OneCloud complies with the Service Description, the Terms of
Service, any applicable Statement(s) of Work and the Documentation. If the end customer entered into a separate
written agreement with Avaya governing the end customer’s access and use of Avaya OneCloud (“Avaya
Agreement”), the end customer agree to ensure that each Authorized User accessing or using Avaya IX
Workforce Engagement complies with this Service Description, the Avaya Agreement, any applicable
Statement(s) of Work, the Documentation, or other documentation provided to the end customer by Avaya. The
end customer is responsible for any authorized or unauthorized use of Avaya IX Workforce Engagement via the
Account Credentials. In the event that an Authorized User no longer requires access and/or use of Avaya IX
Workforce Engagement as determined by the end customer. The end customer will immediately: (i) notify Avaya
in writing and request that Avaya remove all Accounts created for such Authorized User(s), or (ii) submit a
support request in accordance with Avaya’s then-current support guidelines and request that Avaya remove all
Accounts created for such Authorized User(s).

14.0 Services Support


Support is a comprehensive services support offer featuring:
• 24x7 remote software support
• 24x7 Expert Systems proactive remote monitoring

Avaya Inc. – Proprietary. 44


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

• World-class self-support tool in the Avaya Support Website to include information sources
• Avaya Diagnostic Server 2.0 monitoring and diagnostics
• Optional Parts and Onsite support options

Professional Services
Avaya deployment services are available for the Avaya IX Workforce Engagement on premise components.

Avaya will perform the application installation, configuration, integration and testing responsibilities within the
deployment, as well as provide project scheduling services to have Avaya resources available and engaged with
the customer and business partner.

Avaya Technical and Consulting (ATAC) System Support


The Avaya Technology and Consulting (ATAC) Pre-Sales Technicenter provides online, real-time, multichannel
(telephone, email, chat) support for sales efforts through technical consultation on features and functionality of
Avaya products and applications.

The ATAC Technicenter has launched a self-service FAQ tool, accessible by Avaya associates and Avaya
Connect Partners, for quick access to pre-sales feature functionality technical support information. The self-
service tool is also available for mobile devices for both Avaya and Channel Partner via the Sales and Partner
Portals.

Search for pre-sales feature functionality technical support answers in the Technicenter Self-Service FAQs
https://sales.avaya.com/en/general/search-the-technicenter-self-service-faq-tool .

Call or Email. Please remember to include the product category, “Workforce Engagement” in the subject line
for priority routing and handling.

United States Access EU Regional Access


atac@avaya.com ataceu@avaya.com
1 720-444-7700 or 888-297-4700 +44 1483 309078
Hours of Operation: Hours of Operation:
9:00 am-6:00 pm EST Monday-Friday 10:00 am-12:00 am CET, Monday-Friday

AI Regional Access GGM Regional Access


atacai@avaya.com atacggm@avaya.com
1 720-444-7700 or 888-297-4700 +91 2030 926555
Hours of Operation: 1:30 pm to 3:30 am IST, Monday-Friday
9:00 am-6:00 pm EST Monday-Friday

APAC Regional Access Russian Regional Access


atacapac@avaya.com atacrus@avaya.com
65 6872 2693 Singapore +7 4995004840
Hours of Operation: Hours of Operation:
4:00 pm to 6:00 am SGT, Monday-Friday 10:00 am to 7:00 pm MSK, Monday-Friday

Avaya Inc. – Proprietary. 45


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

SMB Pre-Sales Technical Support


atac@avaya.com
1 720-444-7700 or 888-297-4700
Hours of Operation:
9:00 am-6:00 pm EST Monday-Friday

You can also use the interactive support features available online to Open a Service Request, chat with a LIVE
agent and more by selecting the specific link associated with your country.
https://support.avaya.com/contact/

15.0 Contact Information


If you have questions regarding Avaya IX Workforce Engagement, please contact ATAC at 888-297-4700 or
720-444-7700 (Hours of operation: 9 am EST – 8 pm EST) before contacting the responsible Product Manager
below. For support related to roadmap and strategy, positioning and questions regarding anything in this
document, etc.
Product Manager: Michael Killeen
E-Mail: mjk@avaya.com
Phone: +1 303 538 4235

Avaya Inc. – Proprietary. 46


Use pursuant to the terms of your signed agreement or Avaya policy.
avaya.com

Appendix A: Product Reference Information Links

Sales collateral and tools available now on Sales and Partner Portal under Avaya Workforce Optimization
https://sales.avaya.com/en/pss/workforce-optimization
Avaya OneCloud IX Workforce Engagement:
• Fact Sheet: https://sales.avaya.com/documents/1399731890854
• Sales FAQ: https://sales.avaya.com/documents/1399752588484
• Internal Sales Guide: https://sales.avaya.com/documents/1399752590689
• Customer Presentation: https://sales.avaya.com/documents/1399748933009

Check out the infographic:


• Is Your Contact Center Ready for a Workforce Engagement Solution:
https://www.avaya.com/en/documents/in-workforce-optimization-cc15170en.pdf

Read the white paper:


• Using Workforce Engagement to Enhance Your Customer Experience Strategy:
https://www.avaya.com/en/documents/wp-avaya-wfo-cc15248en.pdf

Software Licensing Policy: A full description of Avaya's licensing policy and approach to re-
licensing for Avaya Communication Manager can be found under Global Licensing Policy
project Documentation in Business Tools & Processes -> Software Licensing & Fulfillment ->
License Portability

https://avaya.my.salesforce.com/apex/sp_ViewDetailPage?c=a3d30000000L4U0AAK&I
d=a3j30000000L6p9AAC

Avaya Product Lifecycle Policy:


https://support.avaya.com/css/P8/documents/100081098

APS Application support team engagement process:

https://avaya.my.salesforce.com/apex/sp_ContentClassificationListPage?Id=a3j30000000
L2IvAAK&cat=Pre-Sales+Technical

Avaya Inc. – Proprietary. 47


Use pursuant to the terms of your signed agreement or Avaya policy.